Application Production Support Analyst - ITSM & ServiceNow

Coforge; Arlington (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

Coforge in Arlington, VA is seeking an IT Service Desk Analyst to provide first-line technical support for field services applications. You will diagnose issues, manage incidents, monitor performance, and collaborate with cross-functional teams to implement solutions.

Strong ITSM knowledge and ServiceNow experience are essential. You will document processes, create user guides, and train junior staff while contributing to SLA adherence and customer satisfaction.

Qualifications

• Strong knowledge and experience in Application Production Support.
• Proficient in troubleshooting and resolving application-related issues.
• Experience with monitoring tools and performance metrics.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.

Responsibilities

• Provide expert Application Production Support to ensure the smooth operation of field services applications.
• Diagnose and resolve technical issues related to application performance and functionality.
• Collaborate with cross-functional teams to identify and implement solutions for application-related challenges.
• Monitor application performance and conduct regular maintenance to ensure optimal functionality.
• Document technical processes and create user guides to assist team members and clients.
• Train and mentor junior support staff on best practices in application support.
• Participate in on‑call support rotation as needed to address urgent issues.
• Stay updated on industry trends and emerging technologies to enhance support capabilities.

Skills

ITSM processes

ServiceNow

Education

Bachelor’s degree in Computer Science or IT

Tools

OpsRamp

Active Directory

Exchange

Microsoft 365 (O365)

SQL

Job description

Coforge in Arlington, VA is seeking an IT Service Desk Analyst to provide first-line technical support for field services applications. You will diagnose issues, manage incidents, monitor performance, and collaborate with cross-functional teams to implement solutions.

Strong ITSM knowledge and ServiceNow experience are essential. You will document processes, create user guides, and train junior staff while contributing to SLA adherence and customer satisfaction.